Cover by Donald Norman

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CHAPTER ONE

THEPSYCHOPATHOLOGYOF EVERYDAYTHINGS

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“Kenneth Olsen, the engineer who founded and still runs Digital Equipment Corp., confessed at the annual meeting that he can’t figure out how to heat a cup of coffee in the company’s microwave oven.”1

You Would Need an Engineering Degreeto Figure This Out

“You would need an engineering degree from MIT to work this,” someone once told me, shaking his head in puzzlement over his brand new digital watch. Well, I have an engineering degree from MIT. (Kenneth Olsen has two of them, and he can’t figure out a microwave oven.) Give me a few hours and I can figure out the watch. But why should it take ...

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